Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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CGeiser
Level 7

Google Movies & TV

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We have been watching a TV series through the Google Movies & TV channel with out issues.  Tonight we have issues only with the the spoken part of the show.  We can hear music, the words in the music and sound effects, but not the characters speaking.  If we pull up the episode on a different device, we can hear things just fine.  We have even tried to go back and watch previous episodes that were watched without issues, but tonight we cannot hear the voices.  We have tried with the sound bar off and on, deleted the channel and of course made sure the volume was up. Any suggestions?

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RokuDanny-R
Roku Employee
Roku Employee

Re: Google Movies & TV

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@CGeiser 

Thanks for the update.

For more information about that channel's features and functionality, you'll want to contact Google Movies support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

You can reach Google Movies support here: https://support.google.com/moviestvpartners/?hl=en#topic=6161506

Thanks,
Danny

Danny R.
Roku Forum Moderator

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RokuDanny-R
Roku Employee
Roku Employee

Re: Google Movies & TV

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@CGeiser 

Thanks for the post.

Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more.

Does this clear up the issue you are seeing?

Thanks,
Danny

Danny R.
Roku Forum Moderator
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CGeiser
Level 7

Re: Google Movies & TV

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No, we still have the problem.  We can faintly hear the spoken words, but the background music/sound effects is normal.  If we turn up the volume to hear the voices, then the music/sound effects is WAY too loud.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Google Movies & TV

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@CGeiser 

Thanks for the update.

For more information about that channel's features and functionality, you'll want to contact Google Movies support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

You can reach Google Movies support here: https://support.google.com/moviestvpartners/?hl=en#topic=6161506

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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CGeiser
Level 7

Re: Google Movies & TV

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Thank you!

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makaiguy
Level 21

Re: Google Movies & TV

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Settings > Audio > HDMI
Have you tried other settings here? It sounds like there's something funky about the way that movie's sound is encoded and you're not getting the center channel where most of the dialog is usually found. A basic PCM-Stereo setting here may allow everything to be heard.
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CGeiser
Level 7

Re: Google Movies & TV

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Thank you for the suggestion.  I tried both settings and nothing changed.

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phlogostin
Level 7

Re: Google Movies & TV

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we are having the exact same problem. Did you find how to fix it?

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CGeiser
Level 7

Re: Google Movies & TV

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I ended up reaching out to Google.  Their suggestion that worked for me was to watch it through YouTube.  They said that purchases in Google and YouTube can be viewed in either one.  Once you are logged into YouTube, you will need to go to Library, then purchases. The only thing that I noticed is that I wasn't able to do closed captioning with YouTube. 

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